Desktop IT Specialist

Baltimore City•Baltimore, MD

5d•$67,312 - $85,058•Onsite

About The Position

The Enoch Pratt Free Library has an opening for a Desktop IT Specialist. The IT Specialist, installs, maintains, and upgrades hardware and software of an entire organization’s computer systems, and provides direct technical assistance and support for all our onsite PC workstations, laptops, virtual desktops, and other network attached hardware utilizing security best practices, current trends and commission policies and procedures. The IT Specialist manages and resolves support requests via email, telephone, remotely and in-person. The individual, moreover, also supports basic servers and networking equipment such as printers, and credit card terminals. Technicians act as intermediaries between clients and their organization’s support staff for problem resolution, and document the process, and report to the customer. When necessary, the IT Specialist escalates problems to the next level of support. The IT Specialist will work Monday through Friday during normal business hours. The IT Specialist may be required to be on-call or occasionally or asked to work evenings or weekends for events or emergencies. The IT Specialist will be required to drive to any Enoch Pratt Free Library locations and must have a valid Maryland Driver's License with no points. Department: Information Systems Location: 400 Cathedral Street Baltimore, MD 21201 Salary: $67,312 to $85,058 per year Job Type: On-site Full-Time, Benefits Included Summary of Duties: The Desktop IT Specialist provides direct technical assistance and support for our internal and external staff utilizing security best practices, current trends and the Pratt Library’s policies and procedures. Our Help Desk team resolve requests for assistance via email, remote, telephone and in-person. Demonstrate a strong customer focus and the ability to deliver effective technology solutions to our diverse customers. Perform routine updates and changes on computer workstations, software, and various peripherals. Install/modify/upgrade/troubleshoot computer PC workstations, laptops, servers and various other network connected hardware and software. Coordinate hardware/software activities with vendors, 3rd parties and online/telephone support as needed Respond to support tickets for assistance timely and appropriately, researching and resolving each effectively via the various channels. Attend remote and in-person training classes as required to maintain current knowledge of latest IT trends, Windows OS and Mac. Maintain accurate hardware and software inventories, research and recommend technical solutions and procurement. Troubleshoot for hardware issues of desktop/laptop users, network printers, Ethernet, Wi-Fi connections and computers administration. Track equipment and hardware contracts. Providing support for network issues Create documentation of computer hardware issues and troubleshooting processes.

Requirements

High School diploma or GED.
Current IT certification such as A+, Network+, Security+, MCP, MCIPT, Azure, or similar professional IT certifications.
Two (2) years of IT experience evaluating, implementing and maintaining computer hardware and software for Windows and Mac on a help desk.
Two (2) years of experience installing, managing and/or repairing network attached devices and peripherals such as PCs, network printers, scanners, copiers, etc. in a modern Microsoft Windows/Microsoft 365 business environment.
Valid Maryland Class C driver's license.
Physical exertion such as standing; or recurring activities such as bending, crouching, reaching; pushing loaded equipment carts; or recurring lifting of heavy items such as desktop computers, monitors, printers, kiosks, and server equipment.
Understanding of Windows and MAC operating systems and basic network troubleshooting.
Knowledge of best practices for network and device security.
Knowledge of the principles and methods of providing exceptional customer service.
Knowledge of operating systems, networking, computer hardware, and peripherals.
Comprehensive knowledge of one of the versions of operating systems, such as Windows or macOS or Linux, Chromebooks, IOS, and Android OS.
Those under final consideration for appointment will be required to authorize the release of and successfully complete a criminal conviction check.
Please Attach Your Resume To Be Considered.

Nice To Haves

Associates degree in IT or a related field.
Experience with building gold images, SysPrep, TCP/IP networks, Active Directory, Group Policy, VMware, Azure, Intune, MDM, Windows Firewall, Windows Services, and Windows permissions.
Certification, training and/or experience in: MCITP –Microsoft Certified IT Professional MCDST –Microsoft Certified Desktop Support Technician A+, or Network+, MCP.
Experience with contemporary (Windows 10/11) operating systems, Microsoft Office 2024/365, Teams, latest web browsers and other standard Windows desktop applications.
Experience installing and managing Windows PC/Server network attached hardware and related software.
Experience with networking technologies and protocols: Active Directory, DNS, DHCP, FTP, and TCP/IP.

Responsibilities

Provides direct technical assistance and support for our internal and external staff utilizing security best practices, current trends and the Pratt Library’s policies and procedures.
Resolve requests for assistance via email, remote, telephone and in-person.
Demonstrate a strong customer focus and the ability to deliver effective technology solutions to our diverse customers.
Perform routine updates and changes on computer workstations, software, and various peripherals.
Install/modify/upgrade/troubleshoot computer PC workstations, laptops, servers and various other network connected hardware and software.
Coordinate hardware/software activities with vendors, 3rd parties and online/telephone support as needed
Respond to support tickets for assistance timely and appropriately, researching and resolving each effectively via the various channels.
Attend remote and in-person training classes as required to maintain current knowledge of latest IT trends, Windows OS and Mac.
Maintain accurate hardware and software inventories, research and recommend technical solutions and procurement.
Troubleshoot for hardware issues of desktop/laptop users, network printers, Ethernet, Wi-Fi connections and computers administration.
Track equipment and hardware contracts.
Providing support for network issues
Create documentation of computer hardware issues and troubleshooting processes.